In this episode, I discuss the power of technology to drive superior customer experiences.     Technology must fit together to create an omnichannel experience Great technology enables employees to focus on higher value tasks with guests Technology also allows customers to self-serve with reduced friction   It's time for the great service comeback!       Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades...

In this episode, we talk about using customer experience as a differentiator in your market to grow your sales Take a step back and look at your customer journey to find friction points you can smooth out Ensure your employee training enables and empowers your team Listen to your customers through surveys to find out what they want and then take action   It's time for THE GREAT SERVICE COMEBACK!     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author...

In this episode, we talk about the power of empathy and understanding to build relationships and drive personalization.  This is key to employee and cusomter experiences.     Empathy is about understanding, not agreement When you look at things from other's perspective, it helps you undersatnd their needs and wants You can develop your empathy by focusing on active listening and understanding your own emotions (devleoping your EQ)     It's time for the great service...

In this episode, we invite Steve DiGioia into the studio to talk CX.      -  Leadership isn't about position, it's about influence and impact -  Be specific with your recognition -  Make sure that you work to train and empower your new managers It's time for the great service comeback!       Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches...

In this episode, I talk about how great employee experience is the catalyst for great customer experience.   - Focus on your leadership behaviors and the traits you model - Ensure robust communication, including preshift huddles - Take the time to get to know your team beyond the daily work   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and...

In this episode we talk about delivering personalized experiences that feel "just for them" to your clients, customers, guests, and consumers.     Loyalty apps are re-evaluating the amount of engagement needed from guests to earn milestones and freebies Brands like Netflix, Starbucks, Ritz Carlton, and Amazon find ways to personalize service each day Create customer avatars or personae to understand your customer base and what matters to them Train your team to recognize...

In this episode, we welcome Barbara Boden and Ann McNally into the studio to talk about data, insights, vendor relationships, and moving from insights to action.  They have also created a new tool called Criterion, which is a membership driven platform to find information on questions leaders have about their business and specific topics.     - The best organizations use data to make decisions and prioritize resources.   - Work with your contract partners to connect your cultures in...

In this episode, I we welcome Janyelle Milton, founder of J Marie Premium Sneakers, into the studio.     Keep the customer lines of communication open Focus on building relationships with your customers and clients Keep an insane focus on quality and craftsmanship - and stick with your vision     It's time for the great service comeback!     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail...

In this episode, I discuss the future of chat most notably the new ChatGPT conversational language model.     - ChatGPT is extremely user friendly and easy to use   -  Great AI allows employees to focus on higher value tasks   - AI and chatbots are a part of a holistic omnichannel experience where everything fits together neatly.     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background...

In this episode, I welcome Brandi Olson into the studio.  We talk about experience, work, and her latest book Real Flow.   - How to work hard, with ease - the idea of flow   - How to do less, but with intention   - Well being and high performance are critical to success   It's time for the great service comeback!   Learn more about Brandi at:  https://realworkdone.com/     Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including...

In this episode, I talk about the key employee experience trends for 2023.  If you want to recruit, retain, and develop a world class team follow these key moves: - Ensure you are competitive with wage relative to your market   - Ensure flexibility however you can with hours, schedule, and remote work   - Communicate with intentionality and transparency   - Focus on developing your team every day, even if for just a few minutes   Learn more here: ...

In this episode, I talk about the trends you need to prioritize going into 2023 when it comes to Customer Experience (CX).     - Prioritize your Employee Experience (EX)   - You will need to demonstrate ROI for your Customer Experience (CX) efforts   - Your customers demand even more personalized experiences   - Digital Experiences (DX) will matter more than ever before   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and...

In this episode, I talk about the classic tale A Christmas Carol and how you can apply the lessons of christmas past, present, and future to improve your overall customer experience and grow your business.   - What can you learn from your customers and their commentary?   - Where are you now and what matters most going into the future (to your customers and employees)?   - What does the future look like based on the lessons you've learned and the feedback you've received from your...

In this episode, we welcome Gustavo Razzetti into the studio to discuss creating a Fearless Culture where people can do the best work of their lives.  Great work leads to happier people, both employees and customers.   - Great CX is about understanding the right amount of "touch" to give - not too much and not too little     - Culture is about behaviors and leaders must model those behaviors     - Flexibility is key to employee satisfaction and creating a great workplace...

In this episode, I talk about gratitude and moving on from excuses in the new year.  Happy Thanksgiving to you all!   - This is an amazing time to show gratitude to your customers, employees, and your family   - Small gestures, like giving away a turkey, still have value when coupled with a robsut recognition program   - As we move into new year, dump the excuses about why something can't be done and embrace the spirit of possibilities     It's time for the great service comeback! ...

In this episode, I talk about the 3 principles to creating a customer focused culture.    - Great companies reduce gap between expectations and realty when it comes to customer service   - You can create raving fans by adding value and connections with customers before and after the sale   - When you deliver on your promise consistently and honestly, you will build trust with your customers   - Minimize pain to your employees so they pass that ease along to customers Learn more...

This week I share what I learned about price, value, and buying preferences from Universal Studios Orlando's Halloween Horror Nights.   - They are transparent about pricing and what you get for each level   - They compare each level and make it easy to understand what you are purchasing   - They live up to their commitments and deliver (mostly) on their promise for the RIP Experience.     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert,...

In this episode, I share a bit about the current state of customer service in the market, particularly with Disney here in Central Florida.  I also share my proven method of service recovery and issue resolution.   - Listen and Empathize with your customers when there is a probelm   - Empathize and Aplogize or Acknoledge the problem   - Resolve the issue and Notify leadership so that the solution is scaled and the issue is not repeated     It's time for the great service comeback! ...

In this episode, I share my 10 Customer Service Rules.  Keep these in mind as you develop your CX strategies and programs.     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author with a wide background including decades in retail and restaurants.  He regularly speaks and coaches organizations to IGNITE THEIR SERVICE using his common sense approach to Customer engagement.  Tony has spoken to government agencies and Fortune...

In this episode, I talk about how to use the Experience Standards to ensure your business grows during the recession.   - Use Customer Experience (CX) as a differentiator   - Keep quality and value in mind as you set prices and offer services   - As you collect feedback, make sure your customers know how you are using their comments to improve service for them     It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and Author...

In this episode, we invite Jess Podgajny into the studio to talk about employee engagement and company brand.   - Personalization is key both in customer and employee experience     - Teams want to feel like what they do each day contributes and has meaning     - Empathetic leadership is key to listening and understanding employee needs, which will drive retention     - Culture is a combination of values and behaviors that create your employer brand to attract great...

In this episode, we talk about quiet quitting, the great resignation, and employee ghosting - and what to do about it.   - Employees are pushing back on the idea of doing the work of 3 people and going above and beyond every moment of the day   - Employee retention begins with communicating expectations and performance   - Creating a culture through great training and recognition will help you cultivate employee advocacy and loyalty   - Great employee engagement drives superior...

In this episode, Simon Elliot and I discuss the future of experience, workplace, and real estate.   -  The best solutions solve problems customer haven't even thought about yet   -  Customer are more comfortable making purchases at arms length, so giving them reasons to come to brick and mortar spaces will be key   -  When you think of workpalce experience as a product, you can turn spaces into places where people choose to be, rather than where they have to be   Learn More: ...

In this episode, I talk about breaking your customer service strategy down into behaviors you can train, measure, and coach on each day.   - Make sure you have an intentional steps of service plan for your team   - Take action on your Voice of the Customer (VOC) information   - The details of your business and website tell a story about your brand and customer focus   It's time for the great service comeback!   Tony Johnson is a Customer Experience Expert, Keynote Speaker, and...

In this episode, I invite Lauren Schieffer, CSP into the studio to talk about leading with significance.  Great leadership is a catalyst for employee experince, which is a multiplier for amazing customer experiences.   - Great customer journeys begin with communication     - Leading with significance is about how many lives you can touch and influence positively     - Great leaders elevate the results of others throughout the organization     It's time for the great service...